Job Description

Job role: Provide Desktop support end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by receiving telephone calls form Service desk, in a timely and accurate fashion, and provide end-user assistance where required.

Job Responsibilities:

Desktop/Laptop on-site and phone support; Printer/Fax support; Updating current infrastructure; Deploying new equipment; Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Servicedesk escalation processes. Provide initial assessment of urgency and business impact on all support calls. Manage service requests, software installations, new computer setups, upgrades, etc. Record incident resolutions in the Service Desk tool. Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8, MAC and Microsoft Office (All Versions) and any other authorised desktop applications Install, upgrade, support and troubleshoot for Printers, Scanners, IP Phones, Blackberry, Touchpad, computer hardware and any other authorised peripheral equipment Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment Customize desktop hardware to meet user specifications and site standards Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe. Ability to work independently and in a team environment. Ability to communicate well with internal and external contacts. Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network When the restoration is beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member Develop trends by monitoring and analysing incoming calls, problems and support requests. Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support team leader. Provide user data and application recovery. User account administration, i.e., account creation and management and password resets on Active Directory Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software Use tools and methodologies to load, copy and customize operating system configurations for deployment Familiarize end users on basic software, hardware and peripheral device operation. Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Administrator Works with vendor support contacts to resolve technical issues within the desktop environment Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible Works with other IT team members regarding new branch builds and upgrades Dealing with queries by following departmental procedures for fault resolution Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines Maintain adequate knowledge of operating systems and application software used to provide a high level of support.

Experience/Knowledge:

At least 4 years of experience in setting up the IT helpdesk along with technical support based on ITIL best practices guideline. Excellent technical knowledge of pcs and desktop hardware. Working technical knowledge of current protocols, operating systems and standards. Ability to operate tools, components and peripheral accessories (DOT Matrix, Network, MFP and ID Card Printers). Software and Hardware Troubleshooting Able to operate effectively in a team environment with both technical and non- technical team members Able to operate with minimal supervision Able to manage time effectively, set priorities appropriately, schedule calls Able to maintain professional demeanour under stress Able to operate within customer standard operating procedures.

Skills:

Essential

Working knowledge of below list of Manage Engine Tools Set Manage Engine Desktop Central Enterprise Edition 9.0, Manage Engine OS Deployer 4.0, Manage Engine Mobile Device Management, Microsoft Windows 2008/2012 Terminal Server. Knowledge of asset discovery tools e.g. Lansweeper, Altiris, SCCM Ability to operate and support Blackberry and IPAD. Windows XP, Windows 7/8, Windows 2000/2003/2008 experience AD, Exchange 2007/2010/2013 experience Good communication (both verbal and written) skills

Desirable

Working Knowledge of:

Remote Control Tools e.g. Dameware, SCCM, terminal Services ITSM Tools e.g. Manage Engine Service Desk Plus, Remedy, TSRM

Qualification & Certifications:

Microsoft Certification, Ideally MCP or MCSE. ITIL V3 Certification. BTEC Computer Science. A+ and N+ experience (Desirable)
Job Types: Full-time, Permanent

Pay: AED8,000.00 - AED9,000.00 per month

Experience:

Manage Engine: 5 years (Required) SCCM: 5 years (Required) ITSM: 4 years (Required) ITIL: 4 years (Required) IT Helpdesk: 5 years (Required)
Language:

* Arabic (Required)